Home & Auto Insurance Complaint resolution process

Step 1: Let us know

Talk to a Licensed Insurance Representative or your Claims Service Advisor by calling 1-800-810-2847.

Step 2: Escalate your complaint

If your concern is not resolved to your satisfaction following a discussion with your representative, ask to speak with the Operations Manager. Or, if your concern is specifically related to a claim, ask to speak with the Claims Manager.

Step 3: Contact the Ombuds Office

If your concern remains unresolved after speaking with a manager, you may contact the Ombuds Office:

After the Ombuds Office review, you’ll receive a written response, except in the case where a simple complaint or concern can be cleared up over the phone. We complete most investigations within 30 business days of receiving your complaint and all supporting documentation. If we can’t meet this deadline, we will contact you and let you know why we need extra time and when you can expect a response.

The written response from the Ombuds Office is considered the company’s final position.

Depending on your situation, you may be referred to the Service Review Panel, a unique service that provides a forum for the resolution of client concerns. The Service Review Panel is made up of volunteer clients who look at complaints to work towards a solution that’s fair to both you and CUMIS.

Independent assistance

If we are not able to resolve your concerns to your satisfaction and you want to pursue the matter further, you may contact the General Insurance OmbudService (GIO). The GIO is an independent service that offers recourse to consumers who have not been able to resolve their complaint by dealing with their insurance company.

Regulation of complaint handling procedures

We have filed our complaint handling procedures with the Financial Consumer Agency of Canada (FCAC), an independent government body that regulates consumer provisions relating to financial services, including insurance. If you have a specific concern regarding our complaint process or a specific consumer provision, you may raise these concerns with the FCAC. The FCAC can provide tips on how to make a complaint; however, they do not get involved in individual disputes.